Community Manager

Do work that matters.  

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.     

Our values, which reflect our view on what’s important and what’s right, include:  We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.  

As one of the fastest growing start-up companies in the nation and a eight-time winner of “One of the Best Places to Work,” we are focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand.    

Our Community Manager oversees the strategy, building, launching, and maintenance of an all-new online customer community for all AlertMedia customers. This role is critical to enhancing our world-class experience through our Customer Community. They will be responsible for creating engaging content, facilitating peer discussions, and fostering a positive and collaborative environment. They will work closely with cross-functional teams to ensure customer needs are addressed and brand advocacy is nurtured. Additionally, they'll monitor community health, analyze user feedback, and implement strategies for community growth. Working closely with our Customer Success Managers and Customer Support, Marketing, and Revenue Operations teams, this person is responsible for setting the strategy and executing the vision. The Community Manager will approach this role with an entrepreneurial mindset and use internal resources and customer insights to enhance the AlertMedia customer experience. 

Who you are: 

You are an independent, action-oriented, and creative problem-solver with experience in Customer Success or Marketing and a desire to take on new challenges. You are comfortable working with a cross-functional group of stakeholders to set and execute a vision for a new way of engaging and interacting with customers of all sizes (from multi-national, billion-dollar businesses to singular-location, SMB companies). You are a self-starter who is willing to chart their own path and create a strategy that will support customer adoption, retention, and expansion. You value a "we're all in this together" mentality.  

What you get to do every day: 

• Launch, oversee the strategy, and manage day-to-day operations of AlertMedia’s Customer Community  
• Scope the breadth of the Customer Community and understand how to build and strengthen the community and its offerings based on what AlertMedia customers want 
• Develop and execute strategies to drive Community engagement and participation, including content creation, discussions, polls, events, and more 
• Create a plan to consistently generate and refresh on Community standards to ensure customers are realizing value and are more likely to adopt, renew, and expand 
• Serve as the internal primary point of contact for the Customer Community and work with cross-functional stakeholders to ensure positive outcomes 
• Collaborate closely with cross-functional teams, including Customer Success, Product, Customer Marketing, and others to ensure alignment of Community initiatives with broader company objectives, AlertMedia brand, and customer experience 
• Monitor Community activity, identify and analyze trends, and extract actionable insights to inform Product Development, Customer Success, and Marketing efforts 
• Continuously evaluate and optimize Community engagement strategies based on KPIs and feedback from Community members 
• Measure and report on the success of the Community to senior leadership leveraging KPIs around adoption, retention, and expansion that tie to AlertMedia’s company goals 
• Use the Community to connect with customers, build strong relationships, and transform customers into advocates  
• Identify gaps and areas of opportunity for growth within the Community and its ties to larger company initiatives  
• Exemplify & contribute to AlertMedia’s culture, values, and vision for the future. 

What you bring to the role: 

• Bachelor’s degree or higher in Marketing, Communications, Business, or a related field 
• 2-3 years’ experience as a Community Manager, Customer Success Manager, or in a Customer Marketing role 
• Entrepreneurial mindset with a healthy desire to bring new ideas to the table and test even if it leads to failures 
• Go-getter with a strong understanding of Customer Community best practices and experience with Community software solutions a plus 
• Great interpersonal skills and an ability to work with stakeholders of all seniority levels across the AlertMedia team 
• Outstanding verbal and written communication skills, with a passion for crafting meaningful conversations 
• Strong listening skills with the ability to work with a variety of backgrounds and customer personas  
• Excellent project management skills with proven ability to prioritize and meet time-sensitive goals 
• Strong problem-solving abilities and a customer-first mindset, with a passion for delivering exceptional customer experiences 
• The desire and ability to learn and be coached 
• Experience with Higher Logic Vanilla a plus 
• Experience with Salesforce & Gainsight a plus 
• Light coding experience a plus 
• This is an in office, hybrid position based in Austin, Texas. Must live in Austin or the surrounding areas and able to work in the office 2 days a week.    

Why you’ll love working at AlertMedia:    

• Competitive base salary + Company-Wide Bonus program  
• Generous and flexible time and parental leave policies  
• 100% paid Medical, Dental, Vision and Life Insurance for employees  
• 401(k) with a generous company match  
• Amazing rewards and incentives – we love celebrating each other 
• Commitment to community service with opportunities to give back  
• A Best Places to Work company 8 years in a row and numerous other awards   
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails  
• Continuous learning and career development opportunities facilitated by our Learning & Development team   

About AlertMedia:     

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries. 

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.      

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.   

Come join us in our mission to save lives and minimize loss through effective communication.   

AlertMedia does not currently sponsor applicants for work visas.     

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/